Opensource Website Help desk Support Ticket & Issue Management

www.apagen.com | gaurav.kumar@apagen.com | Contact - +91 9971 800 665
Website
Helpdesk
Support
Ticket & Issue
Management
V 13.0 BY APAGEN

About Apagen
Appearance
▸ Apagen Solutions, head office is based out of Noida
▸ Apagen is a sister concern of Enventa Group
▸ Track record of world class product & service delivery since inception in 2009
▸ International presence in Malaysia, UK, Nigeria, Kenya, USA and UAE
▸ Rich portfolio of alliances with major industry players
Experience
▸ Expert in manufacturing, Construction, Media, Healthcare, Education, Trading domain
▸ World class ERP consulting services for Auto component manufacturers, oil and gas drilling companies,
Logistic companies, Plastic processing units, Cement Units, Retail, Export Companies
▸ Having huge pool of products for Help Desk, Smart Card, Biometrics Payroll system, Accounting,
mobility, Production automation & Private Enterprise ATM etc.
▸ Rich experience in offshore delivery through ODCs (Offshore Delivery Model) at Noida and Next focus is
on USA, Africa and Australia.

CA, USA
Kenya

www.apagen.com | gaurav.kumar@apagen.com | Contact - +91 9971 800 665 4
Features
▸ Your Customer can send support ticket/helpdesk request from your website and also attach documents.
▸ Generation of unique ticket on submission and record it as ticket in backend.
▸ Allow you to create ticket by email. So if your customer send email to your email system will create ticket automatically.
For that you have to setup Catchall Email as incoming mail server or incoming mail server with create new record
option..
▸ Customer can check status of all support tickets submitted by him/her on My Account page.
▸ Print PDF - Helpdesk Support Ticket
▸ Support User / Technician can communicate with customer using chatter and fill timesheet.
▸ Support Manager can close ticket and send bill to customer.
▸ Customer can give feedback and rating of ticket.
▸ Manage your support tickets using assignment to multiple support teams.
▸ Manage prepaid hours of customer for helpdesk tickets.
▸ Create customer invoices from timesheet lines/activities.
▸ Allows to Create Task for Helpdesk tickets.

Features▸ Allows to Select Timesheets Make to invoice to Create timesheet lines.
▸ System allow your user/employee to set Time In and Time Out on timesheet lines.
▸ Allow you to create helpdesk ticket stages under configuration.
▸ Allow you to create ticket types under configuration.
▸ Allow you to create type of subjects under configuration.
▸ Activity view for helpdesk support ticket.
▸ On website submenu concept seems removed in Odoo 12 so website pages/menu comes at
top so you can note it.
▸ For more details please watch video in live preview and below screenshots.
▸ This app is only for odoo community edition
Menus Available
▸ Helpdesk
Helpdesk
Helpdesk
Tickets
▸ Configuration
Helpdesk Teams
Stages
Ticket Types
Type Of Subject
▸ Analytic Account
Analytic Accounts
▸ Invoicing
Timesheets to Invoice

Support User Groups

Support Team - List View
You can create different support team and assign ticket to support team
responsible to do that job.

Support Team - Form View
If you set any team as default team then ticket create from website will be set it as
default team but later team can change it.

Support Ticket - Kanban View

Support Ticket List View

Support Ticket From View

Support Team - Form View

Support Ticket From View

Support Ticket - Activity View

Support Ticket - Calendar View

Create Support Ticket Customer - Login
with Mitchell

Create Support Ticket Customer - Login with
Mitchell

Thanks Message

Your Tickets on Portal/My Account

Show Ticket - Login with Mitchell

Chatter Message Send to Message

Send Message to Backend

Attachments on Ticket and Chatter with
Message sent by Customer

Attachments on Ticket Menu

Support Manager Peter Pinaker ==>
Assigning Ticket

Support Manager Peter Pinaker ==> Create
Task (Optional)

Support User Martin Luther ==> Works on
Ticket and Communicate with Customer
using Open Chatter

Support Manager Add Invoice Lines And
Create and Send Invoice/Bill to Customer

Created Customer Invoice/Bill

Support Manager Add Analytic Account
Lines And Create Analytic Account.

Created Analytic Account

Closed Ticked - Email send to Customer and
Requesting Ratings and Feedback

Customer Give Rating and Feedback Online

Customer Give Rating and Feedback
Successfully

Ratting Stored on Tickets and Chatter

Created Customer Invoice/Bill

Helpdesk Report

Added Helpdesk of Analytic Account Report

Added Helpdesk of Stages Report

Bar chart of Helpdesk Ticket in Report.

Line Chart of Helpdesk Ticket in Report.

Pie Chart of Helpdesk Ticket in Report.

Bar Chart of Analytic Account in Report.

Line Chart of Analytic Account in Report.

Pie Chart of Analytic Account in Report.

Bar Chart of State in Report.

Line Chart of State in Report.

PieChat of State in Report.

Prepaid Hours
Analytic Account Menu inside Helpdesk

Prepaid Hours Configuration on Customer
Analytic Account

Section to Show Customer Invoice
Creation from Timesheet Lines/Activities
Configure Rate on Customer Form

Configure Tickets on Customer Form

Fetch Rate from Customer Form on Project -
Editable

Fetch Rate from Project Form on Task -
Editable

Timesheet Lines to Create Customer
Invoices
In list of timesheet system will display only billable timesheet lines which have not been invoiced yet.
Select timesheet lines for which you want to create customer invoice.
Click on Make Invoice wizard action to create customer invoice

Click Create Invoice Button on Wizard

Created Customer Invoices after Running
Wizard

Customer Invoice Form View Sample

Billable, Time In and Time Out on Timesheet

Helpdesk Stages

Helpdesk Ticket Types

Activity View

THANK YOU
Any questions?
You can find me at:
▸ Gaurav.kumar@apagen.com
▸ +91 9971 800 665

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